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As a small business owner I couldn't imagine trying to deal with a bank like Citi or BoA. The general rule of thumb is that you want a bank big enough to offer the kind of products you need but no bigger. I use a regional (though I could probably use a small local) and if I have a problem I can call the girl who handles my account from the number in my Rolodex and usually get an in-person meeting scheduled for the same day. IF I'm dealing with some huge national I'm stuck calling a customer service line where I spend half the afternoon on hold and the other half trying to explain my problem to someone who has limited power to solve it and whose evaluations are based on how quickly they can get me to hang up.
Judging by how we prioritized fixing post-cutover bugs at the bank I worked for, the best bank is the one where your CFO can call their CEO at 6am (time zones!) and start the conversation with "What the flying fuck?"
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Yeah, I'm only exposed to the small business's accountant's side of dealing with the banks when there's tech issues, but there's absolutely practical day-to-day benefits of smaller banks.
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